FAQ

ABOUT NAPEX

 

About NAPEX

NAPEX Online Shop [https://shop.napex.ng] is the online store offering Delivery services that allows you to shop from over 50 NAPEX stores and retail outlets across Nigeria. Our Staff carefully picks your groceries and delivers them to you as early as 3 hours after you order (Terms & conditions apply).

Learn more about NAPEX (the Nigerian Army Post Exchange) and the history of our company.

 

HOW TO SHOP ONLINE

 

How does NAPEX Online Shop work?

Customers can shop on NAPEX Online Shop [https://shop.napex.ng] for Groceries, Fresh products, Health & Beauty products, Medicines, Office supplies, Tools & Hardware and more. When customers proceed to check out, they have the choice of selecting their preferred services from multiple options: Delivery services.

 

How does Delivery work?

Customers can select to have their online order from NAPEX Online Shop [https://shop.napex.ng] delivered to their home, office or any address they wish (subject to our delivery area). 

Customers select the products they wish to receive, they proceed to check out and select ‘Delivery’. They input the mandatory delivery details namely their name & first name, a contact phone, their delivery & billing address and so on as displayed on screen.

They review the order and delivery details and proceed to payment.
Once payment is accepted they receive an order confirmation giving a recap of the products they ordered.
Once NAPEX fulfils their orders, customers receive the expected delivery date and time slot.

Customers must ensure they or a trusted person will be present to receive the delivery.

 

Are online prices the same as in store?

You will never pay more online on NAPEX Online Shop [https://shop.napex.ng], although some products may be offered as online exclusives.

 

How much does it cost?

The NAPEX Online Shop [https://shop.napex.ng] ‘Delivery’ services costs are displayed at checkout. They cover the costs of the staff who will gather and pack your order from our warehouses or stores and deliver it to you whether directly to your selected address (at home, at the office, at your vacation residence, etc…).

Consult our up to date ‘Delivery’ services costs here.

 

How do I find special offers online?

You can find all our NAPEX Online Shop [https://shop.napex.ng] special offers here.

Alternatively, you can simply select ‘Offers’ on our homepage.

If you’re browsing or shopping on mobile, you can find special offers via the ‘Menu’ (top left) and selecting ‘Offers’ in the dropdown.

 

How do I add products to my basket?

From NAPEX Online Shop [https://shop.napex.ng], select the ‘Add to Cart’ button next to your chosen item. You can also use the plus or minus buttons to increase or decrease the quantity of that specific product.

You can view the contents of your basket at any time by clicking on the shopping cart icon (top right).

 

How do I navigate the website and find categories?

We try to make our NAPEX Online Shop [https://shop.napex.ng] website as user friendly as possible. Everything is arranged by category in the top navigation bar, as it would be in the store. For example, all fresh products are listed together, and all Naija Ingredients products are listed together etc.

By selecting the top navigation bar on desktop or the ‘Menu’ on mobile, you will be provided with a dropdown of key categories for you to browse.

Alternatively, you can enter the name of the product you are looking for in the search bar at the top of the page. On mobile, you can find the search bar by clicking on the ‘Menu’ (top left).

 

How do I add a discount code?

On NAPEX Online Shop [https://shop.napex.ng], the discount code entry field will show during checkout when there are active discount codes available to customers. Enter your code here and the discount will be applied.

 

How do I amend my order?

On NAPEX Online Shop [https://shop.napex.ng] , you can amend your order at any point while shopping, simply by selecting the shopping cart icon (top right). Here you can manage your shopping cart, amend item quantities or remove an item you no longer wish to purchase.

 

How do I checkout?

On NAPEX Online Shop [https://shop.napex.ng], either by clicking the shopping cart icon (top right) or by selecting ‘Buy it now’ from a product page.

 

MY ONLINE ACCOUNT

 

How do I register online?

You can register online on NAPEX Online Shop [https://shop.napex.ng] by completing this registration form.

You can also find our online registration form on Desktop by selecting ‘Account’ (top right) then the ‘Create account’ link or on Mobile via the ‘Menu’ (top left) where you will find the ‘Account’ then the ‘Create account’ link.

Alternatively, once you are going through checkout, you will be prompted to create an online account.

If we don’t deliver to your address, don’t worry. You can still create an account and browse before visiting us in-store.

 

I have forgotten my password. How do I create a new one?

On NAPEX Online Shop [https://shop.napex.ng], you can change your password on Desktop by selecting ‘Account’ (top right) then the ‘Forgot your password?’ link, or on Mobile via the ‘Menu’ (top left) where you will find the ‘Account’ then the ‘Forgot your password?’ link.

You will then be asked to enter the email address assigned to your account. We will send you an email telling you how to reset your password. If this email doesn’t appear in your inbox, please check your spam/junk folder.

 

How do I change my billing or delivery address?

If you are planning to change your delivery address while you have an order being processed, contact us immediately.

Simply log in to NAPEX Online Shop [https://shop.napex.ng], visit ‘My Account’ and select ‘Account Details > View Addresses’. Here, you can add, edit or remove any address linked to your online account. You can set it as the default address.

You can then select your preferred address at the checkout.

Please note that the billing address field will initially contain the default/primary address you registered with. If necessary, simply update these details before continuing with your payment.

 

MY ONLINE ORDER

 

How do I know that my online order is confirmed?

You will receive a confirmation email containing all relevant details, including your order number. If this email doesn’t appear in your inbox, please check your spam/junk folder.

You can also simply log in to NAPEX Online Shop [https://shop.napex.ng] and visit ‘My Account’ where you will see your ‘Order History’.

 

When will my order be delivered?

Your shopping will usually be delivered within 3-hours.

As a reminder, your delivery tracking can be found in the confirmation email sent to you after your order was placed. Alternatively, you can log in to NAPEX Online Shop [https://shop.napex.ng], visit ‘My Account’ where you will see your ‘Order History’ with details of your order and delivery.

 

How do I view my online order history?

Simply log in to NAPEX Online Shop [https://shop.napex.ng], visit ‘My Account’ where you will see your ‘Order History’ with details of all current and previous orders.

 

What if I need to change my online delivery date?

Contact us immediately, if you need to change your online delivery date of an existing order being processed.

 

How is my shopping picked and packed?

Your shopping is carefully picked and packed by our dedicated team of pickers on the day of your delivery.

 

What happens if an item I have ordered becomes unavailable?

If an item you have ordered is unavailable on the day of delivery, we will notify you by email and we won’t charge you for the unavailable item.

If possible, we will try to offer you a suitable alternate product in its place that will be the same product, but of better value. For example, if you ordered a four-pack of Heinz beans, but we only had a six-pack available, we would add this to your order in its place at no extra cost to you. This would be indicated clearly on your receipt.

 

How do I return homeware and electricals?

If you are unhappy with the quality of any of the products you have purchased from us, we will happily refund the money back to you or replace or repair the products in line with your statutory rights summarised below.

Please let us know as soon as possible after a fault becomes apparent as your statutory rights to a repair, replacement or refund depend on how long after the delivery you report the fault. We suggest you aim to let us know within 48 hours.

Where possible please retain all packaging. We may ask you for a proof of purchase.

If your product is faulty during its expected lifespan you are entitled to the following:

  • • Up to 30 days from purchase: you can get a refund
  • • Up to 6 months: if it can’t be repaired or replaced, then in most cases you are entitled to a refund
  • • After 6 months: you may be entitled to some money back.

Simply contact our Customer Care team or return the item to store, along with your receipt or another proof of purchase. It is helpful to us if you also have the packaging to hand.

 

How do I cancel my online order?

You can cancel your order at any time up until 11pm the day before your order is due to be delivered.

To do this, simply contact our Customer Care team.

To cancel an order after 11pm, please contact our Customer Care team by filling in this online form. You will need to provide the email address registered with your account and confirm the order number you wish to cancel.

For further information, please visit our terms and conditions.

 

How long does a refund take?

Refunds for transactions made using a debit or credit card may take 3 - 5 working days for your bank to process and credit your account.

For further information, please visit our terms and conditions.

 

OUR PAYMENT PROCESS

 

How does it work?

Most online retailers ask that you have the funds available to place your order upfront. This is very common for all retailers.

It’s the process in which we ask your bank to do a quick check of your card to ensure that there are funds available to pay for your shopping. This money is then set aside by your bank until the day of delivery and it may appear as a ‘pending’ transaction on your bank statement.

For this reason, it is essential that you have full funds available when placing your order.

This money will only leave your account on the day of delivery.

 

Which payment methods do you accept online?

We accept Visa and Mastercard.

 

When is the payment taken?

You will only pay for your shopping on the day of your delivery and you won’t be charged for any non-picked items.

 

What happens if I amend my order?

If you reduce the value of your shop, the amount pre-authorised will remain the same, but rest assured, you will only pay the revised amount on the day of delivery.

If you increase the value of your shop, the amount pre-authorised will increase to reflect these changes.

You will only pay for your shopping on the day of delivery and you won’t be charged for any non-picked items.

 

 

 

ABOUT ONLINE DELIVERY

 

What is an online delivery?

An online delivery is when you create an account online with NAPEX Online Shop [https://shop.napex.ng] and order your shopping for delivery, at a date that suits you. Spend a minimum amount to qualify for free delivery.

 

Can I track my shipment in real time ?

Yes, absolutely! Once your shipment is picked up, you receive a link allowing you to track your shipment in real time!

 

Do you deliver in my area?

We currently serve most parts of Lagos like Ajao Estate, Alausa, Anthony Village, Gbagada, Ijora, Ikeja, Ikoyi, Ilupeju, Ketu, Lagos Island, Lekki, Magodo, Maryland, Mushin, Ogba, Ogudu, Ojodu Berger, Ojota, Omole, Oniru Estate, Oregun, Oshodi, Somolu, Surulere, Victoria Island, Yaba. If your preferred delivery address is not within our current coverage area, you may provide an alternative delivery address that is centrally located (perhaps your office or the home of a relative or friend that you visit frequently).

 

I have seen a delivery person in my area, why can’t I order online?

Our online shopping service isn’t available for the whole of Nigeria just yet, but we’re working on it.

If your preferred delivery address is not within our current coverage area, you may provide an alternative delivery address that is centrally located (perhaps your office or the home of a relative or friend that you visit frequently).

 

Where is my order?

Please check that the date of your delivery are correct. This information can be found in the confirmation email that was sent to you after your order was placed.

Alternatively, you can log in to NAPEX Online Shop [https://shop.napex.ng], visit ‘My Account’ and select ‘Order history’ to view details of your order and delivery.

If your delivery details are correct and you haven’t received a text or email to update you on the status of your order, please contact us.

Our Customer Care team is available between 

  • Monday - Thursday -> 9am - 9pm,
  • Friday - Saturday -> 9am - 11pm
  • Sunday -> 1pm - 6pm

 

Who can sign for my online delivery?

All deliveries must be signed for by the customer, or a person nominated by the customer, who is over 18.

If the order contains alcohol, proof of age may be requested, and NAPEX reserves the right to ask to see a proof of ID of anyone who looks under the age of 25 and can refuse delivery to anybody that cannot prove they are over 18 years of age.

Proof of identity may also be requested upon delivery. Signature upon receipt of the goods will be proof of delivery.

 

 

What happens if I’m not home when you deliver my order?

Our delivery driver will leave a card with the store’s telephone number. Your shopping will be taken back to the store. We will do our best to try to arrange another delivery time for you once you have contacted us.

 

Why wouldn’t the driver bring my shopping inside?

We provide a ‘to your front door’ delivery service. If a customer needs any further support, our drivers will assist where possible, but they are not obliged to enter a customer’s premises.

For further information, please visit our terms and conditions.

 

Will I get a receipt?

You will be emailed your receipt and the driver will hand you a Content Note, which is a summary of your order. The driver will also ask you to sign their copy as proof of delivery.



STORE INFORMATION

 

Store Opening Times

Use our Store Finder to check the opening and closing times of your local NAPEX store.

 

Is parking available at NAPEX?

When you visit a NAPEX store, you may be looking for somewhere to park.

While some of our stores do have free parking on-site, please be aware that some of our stores have parking provided by third-party companies who own the parking areas and are not associated with NAPEX.

To ensure that you do not fall foul of any unwanted fines or charges, it is important that you check what parking facilities are available to you ahead of your visit (if they are free or if they are run by a third-party company).

If you park on a site where the parking is not provided by NAPEX, then it is your responsibility to be aware of this and if you choose to park on such a site, that you adhere to the parking rules provided by those parking companies.

NAPEX will not be responsible for any parking charges that you may incur on a private car park and we will not refund in part or in full, any parking charges that you incur in the above circumstances.

We want all of our customers to have a great shopping experience. This will be helped by you remaining aware of your parking obligations.

To avoid incurring charges, use our Store Finder ahead of your visit to check your store or look for signage/asking staff when you arrive.